Prepaid Financial Services Omdömen 461

Cant pay our carers as their system has once again got a software glitch.....hours sat waiting for them to answer the phone! awful!

My prepaid EML mastercard expired another one didn't send.
my prepaid EML card expired last year another one I did not receive. I can not access the account.
I wrote to them requesting a card renewal, and they told me to contact the person who gave me the card in my case is the former Farmer where I worked before. The Farmer told me to visit their website, he is a farmer does not deal with card renewals. I again sent them an email with the renewal request and photos of my expired prepaid EML card. The card is issued by them, on one side of the card it clearly says: This card is issued pursuant to a license by Mastercard International. This card remains the property of PFS.
And again I receive the answer:
''Unfortunately, we will not be able to reissue a new card as we do not have authorisation. I will have to advise you to contact W Stewart Wood for a new card.''

Should you require further information, do not hesitate to contact our Customer Service Team.

Once again, apologies for the inconvenience.

kind regards,
Tanisha
EML Payments Ltd
fourth floor,
35 Great St Helen's,
London,
EC3A 6AP

I have a lot of money in my account. The last time I was able to access my account was on 28 06 2025. Since then, every time I have tried, it gives me: Invalid username / password
I did not expect such a financial service in the United Kingdom
What should I do now? What? What? What?

Every other week I will have an “incorrect password”’error when I try to log in to pay a carer service. Sometimes it works after a few attempts, sometimes not. So I then have to change the (perfectly fine as of a day ago - and no it’s not expired) password (which again, only seems to work after several attempts) but THEN the new password doesn’t work. This has happened yet AGAIN this weekend so tomorrow I’ll be spending my precious time on hold for probably an hour to have customer services tell me it’s my fault - AGAIN - and get me back in. I’m a parent cater to a severely disabled child and I don’t have time for this! Not fit for purpose! Extremely frustrating!

Once again, Prepaid Financial Services are having issues with their 'security' system. I cannot log in without the 6 digit code they are supposed to send me (this happens frequently and randomly). I haven't been able to access funds to pay carers for 24 hours. No-one answers the phone - just a recorded message saying 'high call volumes' or 'our customer service is very busy with calls'. Anyone else experiencing the same?

Just thought I'd pop in and add my voice to the drowning chorus of complaints about this company. Devon CC use this service to help me pay for assistance to my special need daughter but I have been unable to make payments. No answer on their helpline so I'm totally shafted. If you can avoid using this company, I strongly suggest you do so.

UPDATE - at 0836 this morning I had 21 codes for access to this payment site all arrive at the same time. This is how many times I have tried to log in without success (due to no codes coming through). I gave up on their phone support after 20 minutes or so of waiting. I simply did not know what to tell my daughter's support worker as they were requesting their money and it was very unpleasant. It is however now working.

Opps! Got it sorted now.

Absolutely shocking service, after the debacle of the problems in July, we still have no access to old statements for closed cards which we need for a serious investigation, we have told PFS this but it falls on deaf ears.
Now we have been waiting over 7 days for money we have paid to hit our wallet, but at the moment seems lost in their system. Again, no communication and no fix despite us chasing several times. We now have vulnerable clients unable to access their funds.

Just an appalling experience from start to finish. Incessant login problems with no fix, issues making payments - I'm shocked my local council chooses to use them and shocked they haven't gone out of business due to their utter failure to fulfil their basic core service.

Awful. I cannot count the number of times I've been unable to log on, being told each time the username / password is invalid when I've just reset it and logged it in Password Manager. Now my brother's carer's probably won't get paid before xmas. A total disgrace of a company that should not be allowed to operate.

Is anyone else experiencing not been able to access yr funds to pay our PA iv not been able to pay him its been 4 days now still no joy

Shame can’t give zero
After waiting for a new card which ran out in march I’ve emailed and phoned so many times getting nowhere being cut off unanswered emails I finally received the card to find that my care centres details which are saved to the site aren’t recognised
Delete re enter asking for memorable word which one I’ve tried every word associated with the site changed username password etc but still nothing cut off when phoning again !!!!
So fed up with this
I’ve been using pre paid financial for about 6 years now no problems but since not receiving a new card lack of contact lack of information getting worse

Today I have been back on prepaid website to make payments again each time I need to make a payment to same day centre I need to delete the payee re enter the details make a payment then delete again and re enter for some reason not allowing more than one payment
But at least they are paid today

WHAT A WASTE OF TIME THIS COMPANY IS
HOW CAN THE GOVERMENT KEEP USING THEM WITH OUR MONEY
THEY CHANGED MY MOTHERE CARD BUT THE WEB SITE DOES NOT ALLOW YOU TO CHANGE THE DETAILS SO SHE CANNOT ACCESS HER MONEY
I HAVE BEEN HOLDING ON THE PHONE OR OVER AN HOUR AND STILL HAVNT GOT THOUGH I BET THEY MAKE MILLIONS OUT OF US

My bank does not recognise the PFS account details, so I receive repeated fraud alerts urging me not to pay into the PFS account. I'm pretty sure it is ok, but why take the risk? This means I need to call PFS tomorrow to double-check, so I can tick the box with the bank that I did this. Which means wasting time waiting for someone to answer the phone. Just making it more and more complicated.

I have been using this service for a year now and have the same experience with all the reviews here. It’s been a nightmare. The site keeps crashing, your passwords will some times don’t work, and support is impossible to reach. This has stopped me from paying for essential care. Councils should stop using this provider — it’s completely unreliable and stressful for users. Councils should go somewhere else or think of other options.

Need to use this site once or twice a month to pay a carer, and 1/2 the times go to sign in there is some problem which causes the experience to be painful.

Error messages are vague - you assume it is you having entered wrong details but then it suddenly works again so clearly them. The SMS "one time password" mechanism was again not working this morning so sign-in is impossible.

Customer service is terribly slow - there's no chat, an email address takes around 3 days for a vague reply. Their downtime in August was appallingly managed, their complaints process took weeks and did nothing apart from send lots of emails. The downtime cost us personally but no offer of compensation just repeated "sincere apologies".

Their website status status page does not show true status.

How they continue to get business from so many local councils is terrible reflection on the decision making of those authorities.

Once again this is not functioning. No reply to emails and I’ve been about a week now with an account that doesn’t work. The direct payments card has now expired and a new one has NOT been sent so can’t use that either to pay for anything. Ridiculous and a terrible service

Yet again I cannot pay for my treatments online. Absolute waste of time trying to fill out a Payment Request Form. Constantly getting error messages!

The system is down for over a week now. All my subscriptions are cancelled and I can’t purchase online as OTP is not working.

After the system being down for weeks a couple of months ago its not working again. Am not receiving the OTP code which it says has been sent to mobile. Impossible to get hold of and a truly awful system and service. These constant problems are leaving carers and provisions unpaid, shame on the local authorities for continuing to use them.

Absolute rubbish - platform is incredibly unreliable